Online and Phoneline Banking Help FAQs

Direct debits FAQs

You can now view your direct debits online and cancel those that are no longer required.

• What is a direct debit?

  A direct debit is an agreement between you and the organisation you are paying, which allows them to take money out of your account at regular intervals. The organisation will set this up and can alter the amount paid, as long as you have been given advance notice of the collection amounts and dates. There is an Industry Guarantee on Direct Debits ‘The Direct Debit Guarantee’. 

  Click here for further information

• What are the fees associated with direct debits?

  The direct debit view and cancel functions on Online Banking are available free of charge.

• What is displayed when I select the 'direct debit' option?

  You will be presented with a list of all your active direct debits. These will show the Receiver name and Receiver reference, Last Paid Date, the Amount and the frequency. You will also have the option to view more information or cancel the direct debit.
  You will also have the option to view direct debits you have cancelled within the last six months by selecting ‘Inactive' on the Direct Debits screen.

• Can I set up a direct debit using Online Banking?

  No, you cannot set up a direct debit using Online Banking. To set up a direct debit, contact the organisation you are paying to arrange for a direct debit to be set up.

• Can I amend a direct debit using Online Banking?

  No, you cannot amend a direct debit using Online Banking. To amend a direct debit, contact the organisation you are paying and they should be able to process the amendment for you.

• How do I cancel a direct debit using Online Banking?
  • Click on 'Pay & Transfer' from the top of the screen

  • Select ‘Direct Debits’ from the drop down menu

  • All your active direct debits will be displayed

  • Select the 'Cancel' button beside the direct debit you wish to cancel

  • Details of the direct debit you wish to cancel will be displayed, and a message asking that you check to ensure all the details are correct before proceeding with the cancellation

  • Once you select 'Confirm' you will then be returned to the confirmation screen with the message 'Your Direct Debit has been cancelled successfully'

  • You will also need to send a direct debit cancellation request in writing to the Originating Company
• How do I view all the details of an active direct debit on an account?
  • Click on 'Pay & Transfer' from the top of the screen.

  • Then select 'Direct Debits' from the drop down menu.

  • A list of all your active direct debits will be displayed. Please select the 'Details' button for more information about a specific direct debit.
• How long does it take to cancel a direct debit using Online Banking?

  Please allow one banking day when cancelling a direct debit using Online Banking.

• Why are certain details missing on my list of direct debits?
  • The ‘From account’ field will be blank if you have not added the account to view on Online Banking. The account can be added via the 'Add an Account' option within the 'Services & Settings' menu on Online Banking.

  • The ‘Frequency’ field will be blank if there has only been one payment made from your account or if the originator has not yet claimed a payment.

  • The ‘Last Paid Date’ field will be blank if the originator has not yet made a claim from your account.
• How can I initiate a Direct Debit Indemnity Request

  Speak to a customer service adviser

  Call 0345 600 5204†  between 9am and 5pm Monday to Friday. A Customer Service adviser will be able to assist you to complete your request once you have completed the standard security checks.